Contact Center Clerk

ASR International Corp, http://www.asrintl.com, has an immediate opening for a qualified Customer Contact Center Clerk to join our team in Norfolk VA.. This person will provide assistance to phone, email and in-person inquiries and administrative tasks for NAVSUP FLC HHG Customer Contact Center mission. This is an in-person position. There are no remote or hybrid options.

The ideal candidate has a customer-first mindset, is detail orientated and highly responsible, and possess at least two (2) years experience in a U.S. Navy or U.S, Marine environment.

Responsibilities:

• Support customers of the Navy and Marine HHG Customer Contact Center responding to their inquiries via telephone and/or email to elicit their shipment needs andservices
• Reviews orders and determines the extent of entitlements and eligibility for the shipment, drayage ortemporary/non-temporary storage of household goods and POVs at government expense and to propose alternatives to customers based upon entitlements.
• Explains shipment and storage options, excess costs, special procedures for shipments under various types oforders, approximate transit time, member/employee as well as Transportation Service Provider (TSP)responsibilities, claims procedures and other information relevant to the shipment/storage of personal property.
• Reviews and finalizes DD Form 1299, Application for Shipment and/or Storage of Personal Property, formember/employee signature and compiles all required documents for shipment. Prepares additional documents, asrequired, i.e., counseling checklist, customs forms, Voucher/Pay Adjustment Authorization, etc.
• Ensures that the work of TSP and /or contractors engaged in the physical handling (packing and crating) andmovement of household goods comply with applicable service tenders, solicitations, contract specifications andother government regulations,reporting any deficiencies identified
• Responds to all member/employee and TSP requests for information/assistance via phone, Email andoccasionally in person.
• Provides assistance to include answering questions, providing claims information, providing assistance todetermine pre-approved accessorial services, initiating shipment change requests, Navigating through DPS /counseling on entitlements of shipping and/ or storing HHGS via phone and email.
• Initiates phone calls and emails to other departments or commands when additional assistance is required andcannot be provided by the call center.

Requirements:

• Must have obtained a High School diploma or GED.
• Possess a minimum of four (4) years logistical experience, with at least two (2) years in aNavy or Marine Corps environment.
• Must have exceptional customer service skills and the ability to interpret customerenquiries and able to deal with customers in a tactful and diplomatic manner.
• Must have basic computer skills and experience working with Microsoft office products.
• Must be adaptive to a fluid demanding work environment and able to multitask utilizing computer equipment to locate data and information to assist customers.
• Should have a comprehensive knowledge of the Joint Travel Regulations (JTR) or be veryastute and familiar with acquiring experience in working with military regulations quickly.
• Must be able to read and write English fluently and be able to speak clearly due to handing customer enquiriesby phone.